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Robert Half Logo Robert Half · IT - Administration

It Support Supervisor / Help Desk Manager

United States, Los Angeles 105000.00 USD / Year · Job Posted June 02, 2026
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Job Description

The IT Support Supervisor will oversee daily help desk operations and lead a team of support specialists, ensuring consistent, high-quality service delivery. Supporting a distributed workforce anchored in Los Angeles, California, this role focuses on team leadership, operational excellence, and escalation management in a complex, enterprise environment. The position requires a strong balance of technical expertise, leadership capability, and the ability to engage confidently with senior stakeholders.

Job Responsibility

  • Lead, manage, and mentor a team of IT Support Specialists, driving performance and professional development
  • Oversee day-to-day help desk operations, including ticket queues, calls, and service channels
  • Ensure adherence to service level agreements and maintain high standards of service delivery
  • Act as the primary escalation point for complex or high-impact technical issues
  • Analyze service data, identify trends, and implement process improvements to enhance efficiency
  • Coordinate staffing, workload distribution, and resource planning to ensure consistent coverage
  • Collaborate with IT leadership and cross-functional teams to resolve systemic issues
  • Prepare and present operational reports, metrics, and insights to leadership
  • Support hiring, training, performance management, and disciplinary actions for team members
  • Contribute to continuous improvement initiatives, documentation, and operational workflows

Requirements

  • 4+ years of experience supporting IT systems in a large professional services or enterprise environment
  • 2+ years of experience leading or supervising technical support teams
  • Strong proficiency with Microsoft 365 and enterprise productivity tools
  • Hands-on experience supporting Citrix environments and troubleshooting connectivity/performance issues
  • Strong knowledge of Windows operating systems and enterprise applications
  • Proven ability to manage escalations and interact with senior stakeholders
  • Excellent communication, leadership, and organizational skills

Nice to have

  • Experience working in a large, highly distributed or global organization
  • Familiarity with legal or regulated industry environments
  • Experience analyzing service metrics and driving operational improvements
  • Bachelor’s degree in a related field
  • Strong ability to manage competing priorities in a fast-paced environment

What we offer

  • Overtime eligibility
  • Discretionary bonus opportunities
  • Comprehensive medical, dental, and vision coverage
  • 401(k) with employer contributions and profit-sharing plan
  • Paid vacation, sick time, and personal days
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